Troubleshooting

Troubleshooting Quick Guide

The agent is not behaving as expected

Check:

• Campaign guidance
• Knowledge-base content
• Approved actions
• Required fields
• AI Options
• Recent call transcript

The agent asks for information twice

Verify that the campaign captures the field and that the latest call-state/captured-facts logic is active. Review the transcript to determine whether the caller's information was understood correctly.

A campaign will not start, or Resume is unavailable

Talk-Lee shows the reason beside the campaign controls. The most common cause is that the selected telephone trunk is not ready. Select Check again, then open Settings → Telephony and review the line's live status.

A campaign is active but no calls are going out

Check the calling hours and their time zone, that contacts remain in the list, that your concurrency limit is not already used by another campaign, and that minutes remain on the account.

A connector is expired

Open Connectors and use Reconnect.

A voice sounds wrong

Preview another voice or provider, save the change, and run a test call.

Calls fail or audio quality is poor

Pause the campaign if customers are affected and ask your Talk-Lee administrator/technical team to review telephony and voice-service health before continuing.

Minutes have run out

Buy a top-up bundle from Billing, or change plan. Calls are blocked once the allowance is exhausted.

A plan change has not appeared

Returning from the payment provider does not activate the subscription on its own. Wait briefly and refresh the Billing page. Do not pay twice. Contact support if it does not appear.

Ask AI will not connect

Check that your browser has microphone permission, that no other application is using the microphone, and that you are not on a restricted network. Reload the page and try again.

A contact import failed

Download the template and compare your file against it. Talk-Lee lists the rows it could not import and why.

A recording is missing

Check the retention period for your plan. Recordings older than that are removed. Check also that recording was enabled for the campaign at the time of the call.

You were signed out unexpectedly

Sign in again. Sessions end after inactivity and when permissions change. Save long forms as you go.

You cannot find a page you used before

Confirm your role still has access, and that the page has not moved. Use the sidebar rather than a saved link.

Getting Help

Before contacting support, have the following ready:

• What you were trying to do
• Which page or campaign it happened on
• The time it happened
• The phone number or call reference, for a call problem
• Any message shown on screen, copied exactly

Then contact the Talk-Lee team through the contact form on the website, or your usual support channel. Live support hours depend on your plan — the pricing page lists the allowance for each plan.

Do not include passwords, API keys or recordings in a support message unless you are asked to.